Credit Cardshttp://blogs.forrester.com/taxonomy/term/1379/all
en2014 US Credit Card Secure Website Benchmark: Discover Continues To Leadhttp://blogs.forrester.com/peter_wannemacher/14-12-01-2014_us_credit_card_secure_website_benchmark_discover_continues_to_lead
<p><em>[This blog post was co-authored by <a href="https://www.forrester.com/Rachel-Roizen">Rachel Roizen</a>]</em></p>
<p>Forrester has just completed our <a href="https://www.forrester.com/2014+US+Credit+Card+Secure+Website+Benchmark/fulltext/-/E-RES107081">2014 US credit card secure website benchmark</a>, in which we assessed the features, functionality, and content on the secure websites of the six largest credit card issuers in the US.</p>
<p>You can read and/or download the full report by clicking on the link below: <a href="https://www.forrester.com/2014+US+Credit+Card+Secure+Website+Benchmark/fulltext/-/E-RES107081"></a></p>
<p><strong>Here are some key findings from our research:</strong></p><a href="http://blogs.forrester.com/peter_wannemacher/14-12-01-2014_us_credit_card_secure_website_benchmark_discover_continues_to_lead" title="Read the rest of &#039;2014 US Credit Card Secure Website Benchmark: Discover Continues To Lead&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_12955 first"><a href="/category/american_express" rel="tag" alt="See other content with this tag." title="See other content with this tag.">American Express</a></li>
<li class="taxonomy_term_1204"><a href="/category/bank_america" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Bank of America</a></li>
<li class="taxonomy_term_904"><a href="/category/benchmark" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Benchmark</a></li>
<li class="taxonomy_term_11609"><a href="/category/capital_one" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Capital One</a></li>
<li class="taxonomy_term_11663"><a href="/category/chase" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Chase</a></li>
<li class="taxonomy_term_11665"><a href="/category/citi" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Citi</a></li>
<li class="taxonomy_term_1379"><a href="/category/credit_cards" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Credit Cards</a></li>
<li class="taxonomy_term_10690"><a href="/category/digital_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Banking</a></li>
<li class="taxonomy_term_9618"><a href="/category/digital_strategy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Strategy</a></li>
<li class="taxonomy_term_12954"><a href="/category/discover" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Discover</a></li>
<li class="taxonomy_term_347"><a href="/category/online_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Online banking</a></li>
<li class="taxonomy_term_10182"><a href="/category/us" rel="tag" alt="See other content with this tag." title="See other content with this tag.">US</a></li>
<li class="taxonomy_term_12953"><a href="/category/websites" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Websites</a></li>
<li class="taxonomy_term_499"><a href="/category/banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">banking</a></li>
<li class="taxonomy_term_11021"><a href="/category/digital_financial_services" rel="tag" alt="See other content with this tag." title="See other content with this tag.">digital financial services</a></li>
<li class="taxonomy_term_494"><a href="/category/financial_services" rel="tag" alt="See other content with this tag." title="See other content with this tag.">financial services</a></li>
<li class="taxonomy_term_10371 last"><a href="/category/next_generation_digital_financial_services_0" rel="tag" alt="See other content with this tag." title="See other content with this tag.">next-generation digital financial services</a></li>
</ul></div>http://blogs.forrester.com/peter_wannemacher/14-12-01-2014_us_credit_card_secure_website_benchmark_discover_continues_to_lead#commentsAmerican ExpressBank of AmericaBenchmarkCapital OneChaseCitiCredit CardsDigital BankingDigital StrategyDiscoverOnline bankingUSWebsitesbankingdigital financial serviceseBusiness Strategyfinancial servicesnext-generation digital financial servicesMon, 01 Dec 2014 17:39:09 +0000Peter Wannemacher11250 at http://blogs.forrester.comQ&A with Harit Talwar, President, US Cards, Discover Financial Serviceshttp://blogs.forrester.com/harley_manning/13-09-19-qa_with_harit_talwar_president_us_cards_discover_financial_services
<p>We all felt extremely lucky to score Harit Talwar as a speaker for <a href="http://www.forrester.com/Forresters+Forum+For+Customer+Experience+Professionals+West/-/E-EVE5339">Forrester&#39;s Forum For Customer Experience Professionals West</a>, which is coming up on October 9th and 10th in Los Angeles. Why lucky? It's for two main reasons.</p>
<p>First, Discover has been a consistently strong performer in our <a href="http://blogs.forrester.com/megan_burns/13-01-15-the_customer_experience_index_2013">Customer Experience Index</a>, in a virtual dead heat with American Express. Yet Discover's customer experience story is not nearly as well known as the American Express story, so we've been dying to bring it to a Forrester stage.</p>
<p>Second, Harit blew me away in our first forum prep call. Not only does he really get the concept of a customer experience journey, but also he's been living it. What's more, he brings results in terms of metrics like customer loyalty scores, wallet share, and J.D. Power scores as proof that what Discover has been doing actually works.</p>
<p>In the run-up to the forum, Harit recently took the time to answer questions about what Discover is doing and why it&#39;s doing it. It's my pleasure to be able to share his answers with you, and I hope to see you in Los Angeles where we'll all get to meet Harit in person.</p>
<p><strong>Q. When did your company first begin focusing on customer experience? Why? </strong></p><a href="http://blogs.forrester.com/harley_manning/13-09-19-qa_with_harit_talwar_president_us_cards_discover_financial_services" title="Read the rest of &#039;Q&amp;amp;A with Harit Talwar, President, US Cards, Discover Financial Services&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_1379 first"><a href="/category/credit_cards" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Credit Cards</a></li>
<li class="taxonomy_term_216"><a href="/category/customer_experience" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Customer Experience</a></li>
<li class="taxonomy_term_164"><a href="/category/customer_experience_forum" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Customer Experience Forum</a></li>
<li class="taxonomy_term_499 last"><a href="/category/banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">banking</a></li>
</ul></div>http://blogs.forrester.com/harley_manning/13-09-19-qa_with_harit_talwar_president_us_cards_discover_financial_services#commentsCredit CardsCustomer ExperienceCustomer ExperienceCustomer Experience ForumbankingThu, 19 Sep 2013 09:24:12 +0000Harley Manning9786 at http://blogs.forrester.comQ&A with Mike Boush, VP, eBusiness, Discover Financial Serviceshttp://blogs.forrester.com/peter_wannemacher/12-10-16-qa_with_mike_boush_vp_ebusiness_discover_financial_services
<p>Earlier this week I caught up with Discover's Mike Boush to talk about his keynote at the upcoming <a href="http://www.forrester.com/Seizing+Opportunity+From+Digital+Disruption+A+Forum+For+eBusiness+Channel+Strategy+Professionals/-/E-EVE4520">eBusiness Forum</a>, where he'll explore innovations in eBusiness at Discover. Here's a snippet of our conversation, and a sneak peak of Mike's session at the event:</p>
<p><strong>Q: What digital initiative have you undertaken in the last 12 months that you&#39;re most excited about?</strong></p>
<p>A: I love what we&#39;re doing with partnerships online. It&#39;s creating a whole lot of value for customers and, frankly, getting us out of the &quot;must be built at Discover&quot; mentality. It started with an integration with PayPal in order to deliver peer-to-peer payment services. The program leverages PayPal's huge delivery platform, and customers love it. Then we introduced an integration with Amazon that lets customers pay for their Amazon.com purchases with the cash they earned through our Cashback Bonus rewards program. This really highlights the difference between competitors&#39; &quot;points&quot; programs and our straightforward cash, and the transparency shows just how great our program is. And recently, Google announced our integration of Discover card enrollment into the Google Wallet from our website, which is convenient for customers and helps position us in the mobile payments space. These integrations are just a sample of what we&#39;ve done, but they become powerful illustration of what we can do when we team up and innovate with other great companies. </p>
<p><strong>Q: What gets in the way of delivering the right experience to your customers?</strong></p><a href="http://blogs.forrester.com/peter_wannemacher/12-10-16-qa_with_mike_boush_vp_ebusiness_discover_financial_services" title="Read the rest of &#039;Q&amp;amp;A with Mike Boush, VP, eBusiness, Discover Financial Services&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_1379 first"><a href="/category/credit_cards" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Credit Cards</a></li>
<li class="taxonomy_term_10690"><a href="/category/digital_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Banking</a></li>
<li class="taxonomy_term_9946"><a href="/category/digital_disruption" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Disruption</a></li>
<li class="taxonomy_term_9618"><a href="/category/digital_strategy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Strategy</a></li>
<li class="taxonomy_term_347"><a href="/category/online_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Online banking</a></li>
<li class="taxonomy_term_9493"><a href="/category/online_financial_technology" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Online financial technology</a></li>
<li class="taxonomy_term_704"><a href="/category/ebusiness" rel="tag" alt="See other content with this tag." title="See other content with this tag.">eBusiness</a></li>
<li class="taxonomy_term_11130"><a href="/category/ebusiness_channel_strategy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">eBusiness &amp; Channel Strategy</a></li>
<li class="taxonomy_term_11068"><a href="/category/ebusiness_channel_strategy_forum" rel="tag" alt="See other content with this tag." title="See other content with this tag.">eBusiness &amp; Channel Strategy Forum</a></li>
<li class="taxonomy_term_235"><a href="/category/mobile" rel="tag" alt="See other content with this tag." title="See other content with this tag.">mobile</a></li>
<li class="taxonomy_term_10581"><a href="/category/mobile_apps" rel="tag" alt="See other content with this tag." title="See other content with this tag.">mobile apps</a></li>
<li class="taxonomy_term_819"><a href="/category/mobile_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">mobile banking</a></li>
<li class="taxonomy_term_10490 last"><a href="/category/rewards" rel="tag" alt="See other content with this tag." title="See other content with this tag.">rewards</a></li>
</ul></div>http://blogs.forrester.com/peter_wannemacher/12-10-16-qa_with_mike_boush_vp_ebusiness_discover_financial_services#commentsCredit CardsDigital BankingDigital DisruptionDigital StrategyOnline bankingOnline financial technologyeBusinesseBusiness & Channel StrategyeBusiness & Channel Strategy ForumeBusiness Strategymobilemobile appsmobile bankingrewardsTue, 16 Oct 2012 14:00:08 +0000Peter Wannemacher8376 at http://blogs.forrester.comDiscover Offers Best-In-Class Secure Site Features For Cardholders: Forrester’s 2012 US Credit Card Secure Website Rankingshttp://blogs.forrester.com/peter_wannemacher/12-05-10-discover_offers_best_in_class_secure_site_features_for_cardholders_forresters_2012_us_credit_car
<p>Websites are the most widely used touchpoint for credit cardholders interacting with their providers. The quality of a credit card company&#39;s secure website impacts the relationship that firm has with its customers. To understand the state of card issuers&#39; digital services, Forrester has just released our 2012 US Credit Card Secure Website Rankings. We found that:</p>
<ul>
<li><strong>Discover leads the pack with exceptional service features and valuable transactional functionality. </strong>With a score of 80 out of 100, Discover received the highest overall score among the six credit card issuers whose websites we evaluated. The firm earned a whopping 91 in our online servicing category, as well as an impressive 84 in our transactional content and functionality category.</li>
<li>
<p><strong>eBusiness teams at card issuers have room to improve in cross-selling and usability.</strong> Although the websites we looked at revealed strong digital services among credit card issuers overall, our benchmark also uncovered opportunities for improvement, specifically in the areas of user experience design and secure website cross-selling. eBusiness teams need to enhance their websites' navigation, task flow efficiency, and location cues while improving the contextual cross-selling &amp; upselling on the secure site.</p>
</li>
<li>
<p><strong>Digital rewards management tools and merchant-funded rewards will be critical to future success. </strong>Today, pure-play card brands like American Express and Discover lead in terms of innovative partnerships and cross-touchpoint offers for cardholders. American Express offers exclusive options to clients via partnerships with Twitter and foursquare, as well as the ability to "share" rewards points digitally with other users. As eBusiness teams at other card companies move toward next-generation digital initiatives, they will begin to roll out their own innovative rewards options. </p><a href="http://blogs.forrester.com/peter_wannemacher/12-05-10-discover_offers_best_in_class_secure_site_features_for_cardholders_forresters_2012_us_credit_car" title="Read the rest of &#039;Discover Offers Best-In-Class Secure Site Features For Cardholders: Forrester’s 2012 US Credit Card Secure Website Rankings&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_1379 first"><a href="/category/credit_cards" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Credit Cards</a></li>
<li class="taxonomy_term_9287"><a href="/category/customer_advocacy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Customer Advocacy</a></li>
<li class="taxonomy_term_10690"><a href="/category/digital_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Banking</a></li>
<li class="taxonomy_term_9618"><a href="/category/digital_strategy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Digital Strategy</a></li>
<li class="taxonomy_term_178"><a href="/category/mobile_strategy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Mobile strategy</a></li>
<li class="taxonomy_term_347"><a href="/category/online_banking" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Online banking</a></li>
<li class="taxonomy_term_10733"><a href="/category/rankings" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Rankings</a></li>
<li class="taxonomy_term_10265"><a href="/category/user_experience" rel="tag" alt="See other content with this tag." title="See other content with this tag.">User Experience</a></li>
<li class="taxonomy_term_10732"><a href="/category/secure_websites" rel="tag" alt="See other content with this tag." title="See other content with this tag.">secure websites</a></li>
<li class="taxonomy_term_10522"><a href="/category/website_customer_experience" rel="tag" alt="See other content with this tag." title="See other content with this tag.">website customer experience</a></li>
<li class="taxonomy_term_10521 last"><a href="/category/website_user_experience" rel="tag" alt="See other content with this tag." title="See other content with this tag.">website user experience</a></li>
</ul></div>http://blogs.forrester.com/peter_wannemacher/12-05-10-discover_offers_best_in_class_secure_site_features_for_cardholders_forresters_2012_us_credit_car#commentsCredit CardsCustomer AdvocacyDigital BankingDigital StrategyMobile strategyOnline bankingRankingsUser ExperienceeBusiness Strategysecure websiteswebsite customer experiencewebsite user experienceThu, 10 May 2012 13:39:24 +0000Peter Wannemacher7331 at http://blogs.forrester.com